Complaints

This profile includes complaints for Virtual Incentives LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Virtual Incentives LLC

  6 Depot Sq Cold Spring, NY 10516-3001

  
• 

  Virtual Incentives LLC

  PO Box 35 Cold Spring, NY 10516-0035

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Good Afternoon ,On March. 31st I remembered my cards were expiring at midnight so I called and confirmed I had an outstanding balance on all the cards. I was able to use one of my reward cards successfully, but when I attempted to use my other 3 Virtual Reward Cards all of them were denied, I tried getting a receipt but the Circle K machine would not print one out. I called the phone number to check the balance again it said my balance now was $0 for the 3 cards, I immediately tried to call the number to reach a support again but they had just closed so I sent them an email at 8:30 PM on the 31st. Today, I was told there is nothing they can do and I was SOL. I just got off the phone with support and she was very cold and rude and refused to transfer me to a supervisor. Also, before writing this I noticed others have experienced the same issue and ended up here filing a complaint in order to get a replacement card issued. I looked at the letter that i received when I got the gift card and it does not mention anything about the card expiring before midnight. I think this needs to be made more clear on the time because when I have a card that says good until 03/24 I assume the card is valid until midnight. Card information ******************* Balance ***** ******************* Balance 4.58 ******************* Balance 1.6 successful card number *******************

  Business Response

  Date: 04/04/2025

  Thank you for the opportunity to look into this matter. Cards expire according to UTC, which timing is disclosed in the card terms and conditions provided by the ************. However, after reviewing the specifics of this complaint, we have made a determination to issue a replacement card for the remaining funds.

  The complainant attempted to use the card shortly prior to the card expiring. However, the attempted charge exceeded the remaining funds so the card was declined at the merchant terminal. By the time the complainant called our support desk, the card had expired. This new card is not being issued because this complaint was filed, but rather due to the particular circumstances of this case. Our reward experience team members are not authorized to reissue expired cards. Such exceptions can only be approved through the legal department. We will speak to the Reward Experience Team member about the complainant's concerns regarding the way they communicated and will also discuss escalations upon request of the card recipient. 

  We are sorry that you were unhappy with your experience and hope that this addresses your concerns. Again, your new card will arrive within 10 business days. Please be sure to use the funds prior to the expiration date according to UTC time.

  Thank you.

• Initial Complaint

  Date:01/22/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi,On Dec. 31st, I attempted to use my Virtual Reward Card. (This was at **** ******). It would not work, and after trying multiple times, I gave up. (Pic of receipt attached). Once I got back home I called the *** phone number, and it said my balance now was ZERO. (I had activated it earlier, and it had showed a balance of $30).After contacting the ************ over a few different emails, I was told there was nothing they could do, as the card was now expired. I know it's expired NOW (I kept forgetting to use it until the 31st), but it was still good in Dec. As it didn't work that day I tried to use it, I would simply like a replacement card, so I could spend the $30.Thank you,-***** *******

  Business Response

  Date: 01/31/2025

  Thank you for your patience as we looked into this matter. Virtual Incentives issues reward cards in accordance with bank and client requirements. Per the ************** rules, cards expire according to ***, a rule over which VI has no control.

  However, given that *** ******* attempted to use the card on the day of expiration and the *** expiration may not be obvious to Card users, we have authorized customer support to issue *** ******* a new card. Customer Support will be in touch with *** ******* shortly and again once the Reward is sent. 

  Again, thank you for your patience and we hope this addresses *** ********* concerns.

   

  Customer Answer

  Date: 02/03/2025

  Better Business Bureau:
  
  That sounds good to me!
  
  Thank you!
  
  ***** *******
  
  
  
   
  
  

• Initial Complaint

  Date:01/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I did a test drive with **************** ****** to take advantage of the $50 reward card back in June. I filled out the proper paperwork and once done I was told it would take about 6-8 weeks to get my ecard. I never received it to my knowledge and with it being 6-8 weeks I did slightly forget about it. I recently realized it and went digging through my inbox and didn't find anything. I tried researching the company who would give the card and searching for their emails specifically and still found nothing. Called the dealership and they said everything was submitted properly on their end so I was a bit confused. I finally decided to check my SPAM inbox and thankfully it was there. It wasn't even sent out till 10/20 either so well past the 6-8 week ***** I clicked the link and it says that the reward link activation had expired. According to the email fine print it expires 30 days after submission and the card would've been issued in June so they sent me the link several weeks after it was even expired! I reached out and they told me that once it expires it can't be reauthorized. But they sent me the link to my spam folder AFTER it was clearly expired anyways. Calling the dealership they said they now inform everyone to check their spam folders and that numerous people have been having issues and that they are sending the card after it expires so it sounds like they just get to pocket the incentive from ****** instead of paying it out. I of course would like the $50 reward card I was supposed to get. Depending on the outcome of this I plan on doing a complaint against ****** as well for not honoring it's promotion and I'll let them know it's because they are partnering with a company who is hiding the cards so they can't be activated.

  Business Response

  Date: 01/02/2025

  Thank you for bringing this matter to our attention. Kindly send screen shots of the reward email making sure that the screenshot shows the date the reward was received in your email so that we can further investigate this.

  Thank you,

  ****** ******* ****

• Initial Complaint

  Date:04/29/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I possess a reward card with a remaining balance of $15, bearing the card number **************** and an expiration date of March 31. Due to being out of the country during March, I was unable to utilize it. Despite my attempt to request an extension, they declined. I am seeking either an extension of the expiration date or reimbursement in an alternative form.

  Business Response

  Date: 04/29/2024

  Thank you for the opportunity to respond to this complaint. Virtual Incentives does reward card fulfillment on behalf of its clients, in this case, ******* Marketing Research. Cards are fulfilled in accordance with our client's program terms. 

  In this case, the complainant received a Virtual **** Reward Card in the amount of $150. The card had a six month expiration term. The card was registered on 9/1/2023 and expired on 3/31/2024. On 12/29/2023, the complainant sucessfully completed a purchase in the amount of $135.00, leaving a $15 balance on the card.

  Unfortuantely, under the program terms, once a card expires, we are not authorized to reissue for remaining funds. 

  We are sorry that we are unable to provide further assistance in this matter. 

   

   

   

• Initial Complaint

  Date:02/05/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My child received Virtual ************* cards ***** Rewards Cards) for participating in weekly COVID testing. One card had $11.48 left on it and the other had $40. Both cards said they expire 01/24 but when she attempted to use the cards on 01/24 at 7:15pm, both were declined by the merchant's system for being expired. Following that, I called the customer service number on the card and the automated system said one card was valid with $11.48 and the other was valid with $40. We tried to swipe the cards a second time and both were declined again at 7:16pm.I called customer service today to determine how to resolve the issue and was told that the cards expire at 7pm Eastern time. I've never heard of a card expiring before 11:59pm on the card's stated expiration date nor did I see anything about 7pm eastern time on the card or during card activation.This issue could be resolved by replacing the cards in the amount of $51.48. I also plan to write to the Rewards Card clients that funded the cards (The ***************** and the ******** ********** of ****** Health and Environment) should this issue not be resolved. Providing cards to children that expire at random hours of the day feels like an extremely deceptive and unethical business practice.

  Business Response

  Date: 02/05/2024

  We are happy to provide review this matter. However, we are unable to locate card information based on the details provided. 

  Please provide the information used to register the card, including a complete phone number if that was the number used (there is a number missing from the information provided). Once we are able to locate the card, we will be happy to assist you in this matter.

  Thank you,

  *************************

  Customer Answer

  Date: 02/06/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Virtual Incentives LLC said they cannot locate my child's card details because the phone number I provided "is missing a number," which it isn't. The phone number I used to activate the card ending in **** is **************. However, including a phone number during card activation was not required. It was optional if we wanted to make online purchases that require a phone number. I did not use a phone number to activate the card ending in **** because I activated it on 1/31/24 for my child to make an in-store purchase that day, which was declined due to the card being expired even though Virtual Incentives's phone system said my child still had funds and it we tried to make the purchase on 1/31/24.

  I submitted our address when filing a complaint with BBB. Virtual Incentives LLC should be able to locate the card information with the address I provided since they sent the cards to my child at the address I provided. The first name on the card is different from the first name on this complaint as I will not post my minor child's name on the internet. If Virtual Incentives needs more personal information, they can contact me by the email provided in my original complaint or by either phone number I provided. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *************************
  
  
  
  
   
  

  Business Response

  Date: 02/07/2024

  We were able to connect directly with the reward recipient regarding this matter and to identify the cards in questions. A new card will be issued for the balance that remained on these cards, and the reward experience team retrained on this issue. The recipient will be notified as soon as the card is ordered and shipped.

  Thank you for the opportunity to look into this matter. We hope that this is a satisfactory resolution.

   

  Customer Answer

  Date: 02/27/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me and the matter has been resolved.

  Complaint *********

  ************* ************ ***** **** ******* ********************* ***** ******* ******** *** **** ***** ** *** ***** ********** **************************** ******** ********* *********

  
  
  Greetings,
  
  We understand that our family’s complaint (#*********) was closed with the note that we’re still unhappy about the resolution. I just noticed that if we needed more time to resolve the issue, we should have emailed BBB. We’re really hoping there’s a way to still update this complaint, as the company Virtual Incentives has fully resolved our issue by working with us to replace the Visa reward card in the amount of $51.48 and worked with us kindly and professionally.
  
  The company mailed a replacement card to our child, which took longer than 6 days due to a holiday weekend. It was our mistake to not notice that we had the option to BBB if we needed more time to reply. We think it’s important to be able to share that Virtual Incentives fully resolved our complaint and we appreciate it. For us, it’s important to not only hold businesses accountable for practices, but also be able to be fair in posting when they resolve issues.
  
  Is there any way to change our complaints resolution from unsatisfied to fully satisfied? Thank you for your assistance.
  
  Respectfully,
  
  ***** * **** ******* ******** ***** ****** ************ ******* *** ****** ** ********** ***** *******  

  
  

  
  

• Initial Complaint

  Date:01/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a debit card from Virtual ************** There is a pending charge hold on my debit card that they refuse to release. The pending charge is from December 17th. The transaction was canceled on December 17th. I reached out to Target about releasing the pending charge but they advised me that Virtual ************* was still preventing the pending charge from being released. According to Target the pending charge was released on December 25th by the reward center but reward center is still refusing to take the hold off of my card and release the funds.

  Business Response

  Date: 01/13/2024

  Thank you for the opportunity to investigate and respond to this complaint. Refund of these pending charges was delayed due to a programming issue with this card. In response to **************** call to our help desk, a ticket had already been placed requesting that this error be addressed and was pending when this complaint was filed.

  My understanding is that, on Friday, January 12, the error was resolved and the funds were released back to the card. We apologize for the programming error and the inconvenience that it caused to ************. Hopefully, the matter is now resolved. If ************ encounters any further issues, she is welcome to contact the help desk at any time.

  Thank you,

  *************************

   

   

   

• Initial Complaint

  Date:11/10/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company's reputation precedes it, but I'll relay my experience and how their operations appear to violate state law and are also quite unethical. Hopefully someday someone will finally take them to task.The company issues debit cards they claim are "rewards" that entitle them to do whatever they like when it comes to allowing charges, expiring rewards, and just about anything else they want to do including handling of any "expired" funds. In my case, they made the rewards nearly impossible to use until the "expiration" date. After the expiration date, they say they cannot re-issue a new card and are exempt from all laws on rewards cards rules. Their customer support will do nothing to help and only point the finger at the issuing bank who then point the finger back to Virtual. This company appears to be in the business of issuing rewards that are nearly impossible to use, expire them quickly, and then ignore state laws requiring they return the funds. I just want my "expired" funds returned as they are ************. Unfortunately, it appears they have the 'game' pretty well dialed in.

  Business Response

  Date: 11/22/2023

  Dear BBB:
  
  Virtual Incentives fulfills incentives and rewards on behalf of its clients, and in compliance with program rules set by our clients. Issued cards are subject to restrictions imposed by merchants and the bank that Virtual Incentives has no control over. 
  
  In this case, the complainant was issues two rewards through Virtual Incentives in fulfillment of a program for the ******** ********** of ****** Health and Environment for COVID testing. 
  
  Per the program rules, the cards expired after 12 month, which expiration was clearly disclosed. Both cards expired on December 31, 2022. 
  
  As explained to the complainant when they spoke with the call center, these are not Gift Cards, they are incentive cards. Cards, codes and other devices issued in connection with a loyalty, award or promotional program are not subject to the same restrictions as consumer Gift Cards; they are typically redeemable for a limited period of time, and generally carry shorter expiration dates compared to gift cards. 
  
  According to the reward DNA, the complainant had two cards, one for $35 which was spend other than $3.08. There was no attempt to use the other card, which was for $20, prior to expiration. 
  
  For the $35 card, there were two transactions for purchases on Xbox, both of which were successfully completed. Other attempted transactions for the remaining balance were in violation of either card or merchant terms and the banks rules. 
  
  Unfortunately, under the program terms, once a card expires, we are not authorized by our client to reissue it. In the future, if the complainant has issues using a card, they should contact the reward center prior to expiration so that we can assist with any concerns.
  
  We are sorry that we are not able to further assist the complainant in this matter.
  
  Thank you.

• Initial Complaint

  Date:11/06/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I added the card to my account then I go to login to get the card number to use it and it keeps saying error no number to call for help I emailed but who knows if theyll ever get back to me its 200 dollars I need my money!!!

  Customer Answer

  Date: 11/06/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved. I can somehow get to my account now sorry
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  Date:11/02/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received 2 **** debit cards for completing a survey. I noticed that the expiration date was coming up. For three days I attempted to use these cards. I kept emailing the company. (I have attached the correspondence.) As you can see I followed all their instructions. However the cards failed to work? Finally, as I knew they would, the cards expired. I had also tried them two or three times before the expiration date and time. I would like the cards replaced. Further, I don't think this company should be allowed to do business anymore. They clearly have one main agenda. Do not let the people who were issued cards use them. It's not even that much money. It's the fact that they kept telling me they were OK and they never were. I kept looking at the balance and they were $20 each. Even last night when I did send the final email after their deadline. It showed a balance. Today of course they are $0.00 balance. How can they be allowed to continue this practice? Clearly they do this all the time. (By the number of complaints they have received.) Thanks for your attention.

  Business Response

  Date: 11/02/2023

  I'm unable to open the attached documents. The links go to a Yahoo mail account. If the complainant could kindly attach in another format, I'd appreciate it and that will facilitate my review and response. 

  Customer Answer

  Date: 11/02/2023

  Here is the correspondence as it occured. Please note date and times. Start from bottom up:

  Thank you,

  **** *** * ** ***** ** *** *** ********* *** *** ***** *** ** ***** ***** **** ****** * **** **** ***** *** *** **** ***** ** ***** * *** ********* ******* ***** ** *** ***** * ***** **** **** **** ***** *** ****** ** **** ******* **** ******** ***** *** **** ***** * **** ** ** **** **** ****** ** ****** ** *** ********* ******** ******** ** * *** **** **** ***** **** **** **** ***** ******* **** **** ******* *** *** ** ******* *** **** *** ***** * **** ******** ** ***** *** ********** ********************* **** ******** ******* ** ********** ******** ** ***** ******** ** **** *** ******* ************* ********** ******* *************************************************** ****** *** ****** **** **** ***** ***** **** **** *** **************** ******* ************** *** ** ***** ******** *** ******   ** ******* *** **** ******** **** *** ******* ****** ******* ** *********** **** **** ******* ** *** *** ** ****** ** *** ***** *** *********** *** ** *** **** *** **** *** ** ********** ** ******* *** *****   ************** **** * ****** *** ******** ** **** ** *** ******* ************* ****** ******* ** ********** *** *******   ** ********* *** *** ************** ***** **** *** ******* ************* ******** ******* **** **** ********************* *** *** ***** ******* *** ****** ** * ***** * ********* ***** ***** ** *** *** ****** **** ** ****** *** ***** ******* *** **** **** * **** **** ** **** **** **** ******** **** ****** *** ***** ** **** ******* **** **** ******* ****** * ***** ********** *** **** ***** ****** *** *** * ******* ***** ***** **** * ******** *** *** ************ *** *** ******** ****** ******* *** ***** **** *** *** ***** ** **** ** ***** ** ****** *** *********** **** ** ***** ***** *** *** **** ********** **** ********** ************* ****** ** ***** ************ ** ******** ******* *** ***** ******** ** **** *** ******* ************* ********** ******* *************************************************** ****** ************** ***** ** ********************************* **** ****** *** ***************** *************** ************************************* ********************** *************************************** * **** ***************** ************************************* ********************* **************** **************** ******* ************** *** *** ***** ******** *** ******   ***** *** *** ********* *** **************** ******   ****** ** ******* **** **** ********* **** **** * ***** ************ *** *** *** ****** ** ****** *** ************ ** *** ******* *********** *** ***** ******** ***************** ****** ****** *** ********** ***** ** **** ** *** ********* **** ****** ************* *** ****** ***** **** ******** ***** ****** ******* **** ****** ** *** *** ** ******* ***** * **** * *** ** *** ***** * ********* ** *** **** ** * ***** *********** **** **** ********* * **** *** **** *** **** ********* ***** *** ****** ******* **** * *** ********* **** *** *** ************* * **** ***** ** ******** **** ***** *** *** ***** *** ******* **** **** **** ******* *********** *** ******* *** ** ******** ***** **** **** **** **** **** ***** *** ********* **** **** **** **** ********* *** * *** ***** *** *** **** ****** ********* ** **** ******* ********** ********************************* **** ***** ** * ******* **** *** ******* ************** ************** ***** *  ***** ***  **  ******* **** * ******** **** ** ******* ************* *** ***** *************** *****
  
  
  

  
  
  
   
  

  
  

  Business Response

  Date: 11/06/2023

  Dear ****************:

  
  

  Thank you for your kind note. We try to do the right thing! A request has been put in to reissue a single $40 replacement reward for you - it should be on its way soon - I will confirm when it is. 

  
  

  Kind Regards,

  ******

  
  

• Initial Complaint

  Date:09/25/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was paid a virtual card by completing a research project. Two days later after activating the card my whole card was hacked. I dont live in ********! Ya know the system is being hacked and Im sure ya aware of this issue happening over and over again . Now i wondering has all of my information been hacked as well? Is there a date breach going on within this company? How does it take 120 days to review a fraud complaint but my information has been hacked so quickly and easily? Something is seriously wrong with this picture here!

  Business Response

  Date: 09/27/2023

  Dear BBB:

  **************** received a HubUX Virtual **** Reward. 
  

   Virtual Incentives (VI) fulfills loyalty, award, and promotional programs on behalf of its business clients, subject to client-set program terms and conditions and Issuer rules and requirements. In this case the card Issuer, ****** Bank, requires up to 120 days to investigate fraud claims. Unfortunately, we do not have any control over the bank's timeline. We send fraud forms to **************** upon receiving this complaint. Once we receive this filled out form, we can refer the fraud investigation to the Issuer and work toward reissuing the Card if there is a fraud determination by the Issuer.  

  If **************** has not received the fraud forms, please let us know and we will resend.

  Thank you,

  *************************

  Customer Answer

  Date: 09/28/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   There should be a proper chain of response for this type of stuff. Telling me over and over again it takes up to 120 days for the fraud department to review a claim and then to send me a form to complete that shouldve been the first step to happen soon as i reported this to customer service and yet i had to file a complaint just to get this far in the process especially when Im constantly being emailed asking do i still need assistance with this issue. Im sure you can see my issue with this process. With all due respect it didnt take up to 120 days for this card to be hacked and used without my permission. So once again i am asking has any of information been leaked to this card hacked? How can the system be so easily hacked? Im sure ya are quite aware of this issue? Whats the next step after the form is reviewed? How long does this step take now? It cant be another 120 days since Ive already been waiting well over 30 days now.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *************************
  
  
  
  
   
  

  Business Response

  Date: 10/04/2023

  Dear BBB:

  Virtual Incentives is unaware of any large-scale hacking that *** have compromised ******************** information. However, we do believe that this card was compromised. In order to best investigate what occurred, we would ask that **************** please complete and return the fraud paperwork that he should have received last week. **************** is correct - he should have been sent the fraud paperwork at the time he lodged his original complaint. We apologize that this did not happen and are addressing the matter internally.

  Conducting our investigation *** take some time. In the interim, we'd be happy to issue **************** a new Card to replace the balance on the card that was lost. Please confirm if this is acceptable and we will get that Card to him in short order.

  Thank you,

  ******

   

   

  Customer Answer

  Date: 10/04/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
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